Case Study: Stanley Steemer achieves 70% lower IT costs and a better customer experience with Genesys

Stanley Steemer - Customer Case Study

Stanley Steemer, a Genesys customer, needed to modernize its contact center to deliver reliable phone-based service while supporting a mostly remote agent workforce. The company also wanted to improve staffing flexibility, simplify agent training, and reduce the cost and complexity of IT operations using Genesys Cloud and workforce engagement tools.

Genesys helped Stanley Steemer automate key onboarding and offboarding tasks, optimize scheduling, and improve quality management with call and screen recording. The results included a 70% reduction in IT infrastructure and support costs, about 80% success for bot-handled reschedules, and roughly 6% of total voice volume automated with a voicebot, while also helping the company avoid additional hiring through more efficient schedule coverage.

Stanley Steemer

John Parente

Director of Contact Center Operations